Good morning.
I have a ticket escalation question. I have my queue set to 1400 minute follow up.
When I have an older, closed successful, ticket get re-opened by a customer replying back (which is cool), for some reason, it automatically is escalated.
Is there anyway to set the "EscalationUpdateTimeStart" to be when the ticket is re-opened, rather than just when it was "first" created?
Let me know if this doesn't make sense.
Kind Regards,
-Jake
Escalation after re-opened by customer
Moderator: crythias
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- Znuny newbie
- Posts: 13
- Joined: 17 Aug 2018, 12:35
- Znuny Version: 6.0.28
- Real Name: Jake Covert
- Company: Woodward Pet Sitting
Escalation after re-opened by customer
OTRS 6 / Ubuntu 20.04 LTS / apache2 / MySQL 5.7
Re: Escalation after re-opened by customer
Hi,
you need commercial addons for this. The ((OTRS)) Community Edition does not provide this kind of escalation.
regards
Florian
you need commercial addons for this. The ((OTRS)) Community Edition does not provide this kind of escalation.
regards
Florian
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
-
- Znuny newbie
- Posts: 13
- Joined: 17 Aug 2018, 12:35
- Znuny Version: 6.0.28
- Real Name: Jake Covert
- Company: Woodward Pet Sitting
Re: Escalation after re-opened by customer
Florian,
Thank you for the reply.
Can I ask if this is by design? The point behind escalations is to make agents aware of when tickets haven't received the necessary attention. But when a ticket is re-opened, shouldn't some amount of time elapse, *before* escalation (or re-escalation) occurs? Just thinking out loud here...
Are you familiar with any commercial modules that might support this functionality?
Kind Regards,
- Jake
Thank you for the reply.
Can I ask if this is by design? The point behind escalations is to make agents aware of when tickets haven't received the necessary attention. But when a ticket is re-opened, shouldn't some amount of time elapse, *before* escalation (or re-escalation) occurs? Just thinking out loud here...
Are you familiar with any commercial modules that might support this functionality?
Kind Regards,
- Jake
OTRS 6 / Ubuntu 20.04 LTS / apache2 / MySQL 5.7